Mapping Experiences¶
Kalbach, J. (2016). Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams. O'Reilly Media.
Cited by¶
2 citations across 2 artifacts.
Each citation links to the sentence it supports in the citing article.
Domain-specific¶
- User Journey
- The artifact is typically a horizontal timeline spanning from first awareness through to exit or renewal, constructed from empirical research (interviews, diary studies, observation, analytics)
This sourceThe practice of building experience maps from empirical research, in particular on-site interviews and observation.
Supported in partVerified against the work's full text
“Conducting [interviews] and [observation] on location is the gold Standard for”
- The artifact is typically a horizontal timeline spanning from first awareness through to exit or renewal, constructed from empirical research (interviews, diary studies, observation, analytics)
Mechanisms¶
- Journey Map
- The disciplines that guard against it are sourcing every point on the map to real evidence, labeling current-state and future-state unmistakably, and remembering that a journey map is a lens on other people's data — distinct from a service blueprint, which adds the backstage operational view.
This sourceDistinguishes customer journey maps from service blueprints, which emphasize service provision including backstage actors, processes, roles, and workflows.
- The disciplines that guard against it are sourcing every point on the map to real evidence, labeling current-state and future-state unmistakably, and remembering that a journey map is a lens on other people's data — distinct from a service blueprint, which adds the backstage operational view.
Verification¶
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